What Does the Matrix42 Service Desk Plugin Do?
Our plugin for the ITSM solution Matrix42 Service Desk allows tenfold to create, update and close tickets in order to track the progress of manual provisioning steps.
Some onboarding tasks, such as providing users with new hardware, can only be completed manually by your IT helpdesk. To integrate tasks like these with our automated governance platform, tenfold can create tickets for your helpdesk team whenever a manual step is triggered through an onboarding workflow or self-service request.
Once the ticket is marked as resolved by your service desk, tenfold updates the status of this task and can automatically trigger additional steps. For example, once a user has been provided with their new laptop, you could use our Matrix42 UEM plugin to remotely install the software they need.
By integrating with Matrix42 Service Desk, tenfold allows you to run both automated and manual provisioning steps from the same platform and document the entire process from request to completion in one place.
Enterprise Edition
System Requirements:
The plugin uses the Matrix42 Service Desk REST API.
Features
tenfold can create new tickets in Matrix42 Service Desk.
Supported ticket types include tickets, incidents and service requests.
When a request is changed or deleted in tenfold, the corresponding ticket is also updated or closed.
When a ticket is closed in Matrix42 Service Desk, tenfold updates the corresponding task.
This means manual steps are fully documented alongside automated workflows in tenfold.
Once a manual step has been completed, tenfold can automatically trigger the next part of a workflow.
tenfold in a Nutshell
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